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- Chapter 11
- Information Systems Management In Practice 5E
- McNurlin & Sprague
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- Impact and expansion of computers and information technology (Fig. 11-1)
- Technologies (toolset) employed by users to create their computer-based
environment
- Internet
- Mobile and Wireless Computing
- Rich Media Content
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- Levels of comfort with new Technology (see Figure 11-2):
- Eager Beavers: The Innovators and Pioneers
- Early Adopters: The First Consumers
- Early Majority: The First Big wave
- Late Majority: The Technology Skeptics
- Technically Averse: “Not On My Time You Don’t”
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- Yesterday’s Information Centers
- Today’s Help Desk
- Users have more complex requests
- Users have more difficult questions
- Answers are more time-consuming
- End user support has become the “Help Desk” and its multiple tiers of “assistance”
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- Users need five types of education and training
- Information systems concepts: End
users focus on literacy and how things are done by the computers
- Quick start: End users need a way
of quickly learning how to use a new machine, application, device, or
service
- Refresher aids: end users need to
remember how to perform certain operations
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- Explanation of assumptions: End users who create forecasts and
projections using modeling packages must understand the assumption
underlying the models
- Help in overcoming difficulties: End users may run into a situation for
which they cannot find an explanation
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- Two aspects of the Internet:
- The Internet mindset
- Communication is personal, not mass market
- Customer contact is interactive, not broadcast
- The customer time frame is theirs, not yours
- The culture is bottom-up, not top-down
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- Two aspects of the Internet: (cont.)
- Internet Communities: Four needs
- Communities for transaction: people buying and selling
- Communities of interest: people talking about particular subjects
- Communities of relationship: people talking about life expectancies and
about troubling personal experiences
- Communities of fantasy: people take on different personae and act out
all kinds of fantasies
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- Desktop computers
- Luggables - 25 lbs
- True portables - 7 lbs
- Pen-based clipboard (with or without kb)
- Palmtop computers - PC and electronic organizer
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- E-mail provides the platform for:
- Integrated voice, mail, fax, and person-to-person messaging
- Work flow and work group applications
- People-to-application communications
- “Mail-enabled applications” via messaging application program interfaces
(APIs)
- Inter-company transmissions via electronic data interchange (EDI)
- Worldwide people-to-people communication via the Internet
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- Mail-enabled applications
- One that uses messaging handling facilities of an e-mail system to
handle its communication functions
- Application is built on top of the mail system
- Message passing applications are not new: e.g., airline reservation and
Electronic Fund Transfer
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- Companies are taking advantage of computing devices, e-mail, and
wireless networks to serve customers in new and creative ways
- Companies maintain the all-important link to their customer - from
wherever they are located
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- The newest computing platform: presenting electronic data and
information in their most usable form
- Combination of time-based media (voice, animation, and video) and
space-based media (text, graphics, and images)
- Choosing the right medium for the message
- Making more than two trips to the car to unload the equipment
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- 1950s to 1970s: employees at work site
- 1980s: organization opened their computers to suppliers and customers
- Late 1980s: for mobile employees direct access to corporate computers
- 1990s: universe of users expanding further to consumers
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- Web sites: Help people grasp complex information and concepts more
easily - multimedia presentations
- Data Visualization Systems: Coping with large amounts of data
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- On-demand training: just-in-time training, people can access training
whenever they need it via their PC.
- Training via simulation: Training is stand alone, not embedded in
an application . This
computer-based training (CBT) is not meant to be an adjunct to stand–up
classroom instruction, it is meant to replace it.
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- These technologies can be used to record corporate memory, e.g., portables lend themselves to people
entering or retrieving small pieces of information, coupled with
community technology and the Net entries by mobile employees can more
easily be shared.
- Technology may need some new corporate guidelines. Issues such as
privacy need to be resolved - control over information dissemination.
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- New technological developments are causing computer use to take another
great leap forward, as it did with the PC; computing is becoming a major
tool in more employee’s lives.
Form teams to study ways to take advantage of mobile computing,
e-mail, multimedia, and the Internet. More pilot projects implies more
likely technology transfer is to occur.
- Use of these technologies should not be unguided. IS management needs to be out in
front. New technologies spur a new work environment and a new
marketplace.
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